ComplaintsforGustafson Industries, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started in February 2024. Roof has wrong tiles altogether and also different colors intermingled with that. Job not complete. Request to come back and fix for over 2 months. Little communication if any. Please help.

  Business response

  08/09/2024

  Hello,

  Re: Hall Residence         Complaint #********

   

  I am writing in response to complaint # ********, Hall residence. Below is a summary of the issues and where we are at. We have been in full contact with ************ throughout this process.

  On 1/31/2024, ************ signed a contract with Gustafson Industries for a full roof ***lacement and at that time selected the roof tile (Eagle - Malibu - Boca Cream) and received a sample for this selection for verification. After permitting, HOA approval process and securing material we commenced work on or around 4/16/2024. After the demolition was complete, there were several steps needing to be completed prior to tile install. The roof tiles were delivered on 5/21/2024 and the tile install began the following day 5/22/2024. After completing the install, ************ notified Gustafson of tile color variance on 5/28/2024. Our field supervisors and Eagle manufacturer *** immediately preformed a site meeting on 5/29/2024. Eagle agreed to provide additional tile to swap tiles in question. On 8/1/2024 Gustafson met with ************ to review what tiles need ***lacement and were completed the same day. After several attempts to address **************** concerns, he continued to request a refund. Gustafson agreed to provide a credit for the field tile as a courtesy for inconvenience. Gustafson also agreed to install a manufacturer detail called "tint seal" to the mortar to improve the look of the roof tile. 

  We have continued to stay in contact with ************ and are hopeful for a resolution, and can close out this complaint and issue amicably.

  ***************************************
  Operations Manager
  Gustafson Industries, Inc.
  Phone: ************
  Fax: ************
  ***********************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired this company to detect and fix a roof in my garage. They send their salesman over and without even looking at my house or going Im my attic , within 5 minutes. He says we know what it is and gives me an invoice for $1450.00. They send 2 men to my house. They lift one tile and within 25 minutes they are gone, the next rain the leak is still there. I contact them again. Im told well, we are going to send someone out as a courtesy. They send one employee who has no idea but indiscriminately caulks areas. At no time did this company completely look at the roof over my garage at all. Eventually they stopped responding to my texts . I was ripped off and expect compensation

  Business response

  03/05/2024

  Hello BBB team,

  *****, our service division manager, made contact with ******************** yesterday (monday 3/4).  they reviewed the case file.  ***** indeed did miss a text from the owner and he apologized for the oversight.  Our scheduler was out for personal reasons, and he was a bit backlogged.  They discussed the job and went over it in more detail, and also as a show of good faith and to close with an amicable resolution, agreed to a partial refund on the job.  We consider the matter resolved as does the owner per *****.

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of the sides of the roof that Gustafson installed is several colors. All the other sides of the roof are uniform. Gustafson refuses to redo the roof, claiming that it is a normal color variation from the same dye lot. However, if that were true, then the other sides of the roof would not look uniform. Moreover, when the representative from the tile manufacturer, Eagle, inspected our roof, he said that he was unable to explain why the tiles on the one side were different colors, because he said they were from the same dye lot. Gustafson's solution is to spray the roof, but Gustafson's owner attended a meeting where our community's ARC told Gustafson's owner that spraying any color on the roof is prohibited by HOA rules. In any case, we paid for a new roof, not one that is spray painted. Gustafson wants to try to match the mis-colored tiles, but if Gustafson can't match the tiles that allegedly are from the same dye lot, then they certainly can't match tiles from different dye lots.

  Business response

  02/07/2024

  Hello,
  
  Re: ****** Residence, Claim #********. 
  
  I am writing in response to Claim #********.   ****** residence.  Below is a summary of the issue, and where we are at.  We have been in communication with the Delotts throughout this process.
  
  Back in mid-December 2023, we completed the reroof project for Mr. and *****************.  At the time of completion, the Delotts noticed on one side of their roof, that the tile installed had some color variation. In the concrete tile world, variation of color to some degree is not unheard of.  When dealing with concrete and cement, color oxides, and manufacturing runs, this can occur from time to time.  In this instance, the owners and their *** were upset with the look and demanded that we come to a resolution.  At this time, we requested the tile manufacturer, Eagle Tile, and their technical representative meet the owners and ******* Gustafson onsite to assess the roof and give a recommendation. In the past when this issue has come up to such a degree when action is needed, we have generally settled on 2 solutions with the customer,but in this instance those 2 were refused by owners and ***, so it has taken us extra time to try and push the manufacturer to assist us in a resolution.  I share this just so everyone knows that we have been working on ways to resolve this, but our normal courses of action were not allowed, making things a bit delayed as we attempted to get assistance from Eagle Tile.  As of yesterdays conversations and meetings, all parties involved have agreed to pursue solution #3 below.
  
  Solution 1 (Refused by owner/***) Over time, with natural color fading and weathering from the natural elements,constant sunlight, and concrete efflorescence (a chemical reaction within new cement. Manufactured cement contains free lime, and when water is added, a series of chemical reactions take place. These reactions are accompanied by the release of calcium hydroxide, which has the potential to form an overall white,chalky crystalline salt deposit on the tile surface when reacting with carbon dioxide in the atmosphere), the tiles will fade and blend all into one uniform color.   When allowed to wait for this process to complete over time, the tiles will fade to a final and usually uniform color.  We have numerous jobs overtime settled just by everyone agreeing to wait this out.  This is what Eagle (tile manufacturer) sent in a letter to our company and the Delotts as their final determination.  The letter from Eagle is attached.  The Delotts are not willing to opt for this solution.
  
  Solution 2 (Apply manufacturers detail tint sealer) (Refused by owner/***) This solution is a very aesthetically pleasing and 100% successful option when waiting for weathering is refused or is not timely enough for resolution.  A specific sealer component created for tile manufacturers for their tints and sealer coats, as well as slurry coat, and often used for this specific issue.  They can come in clear coatings or tinted to match the tile color.  Two months ago, we completed this option for another customer, and they were beyond pleased.  It is a beautiful detail, and we have never had any kick back from an owner or *** until now.  The *** is refusing to allow this option due to their by-laws.  We have tried to explain that this is not a paint or spray paint but is a viable sealer that is applied and designed for blending into the tile and concrete for perfect uniform coloring and sealing.  We would be willing to provide pictures and addresses, but this option was taken off the table.  When this application is completed, it does not look like the roof is painted, rather it is a beautiful seal that either brings out the natural vibrance of the cement color, or blends variation issues into the uniform intended color.
  
  Solution 3 Agreed Upon 2/6/2023 **** Gustafson and myself spoke to both Mr. and ***************** on the evening of 2/6/2023 after we met with Eagle Representative ************ on the same afternoon.  We have gotten an agreement from Eagle tile that they will take a tile that is the color of the roof of unaffected areas, match it to the number of tiles we need to swap out, to eliminate the color variance the Delotts are seeing on the roof.  We will be getting another sample from the Delotts tile in the coming days and taking it directly to Eagle.  They will comb their yards and runs and assemble the tile needed that match that proper color and shade.  Once they have assembled and given us the tile, we will go and swap the tiles out to resolve this issue.  The Delotts, Eagle, and Gustafson have all agreed to this course of action.
  
  Thank you and we hope this shows our communication lines are open and we have been working on this file to the best of our ability to resolve.  Things like this with the factors explained above take time, but we are hopefully on our way to resolution,and can close out this complaint and issue amicably.

  *************************
  Chief Executive Officer
  Gustafson Industries, Inc.
  Phone:  ************
  Fax:  ************
  ***********************************

  Customer response

  02/16/2024

  I write in reply to some misstatements in ******************* response to our complaint. 
  1. ****************** wrote At the time of completion, the Delotts noticed on one side of their roof, that the tile installed had some color variation.  That is false.  Prior to the completion of the roof, **************** not only notified Gustafsons installers that the tiles on the one side of the roof were different, but because they were so inconsistent, she told them to stop their work.  Gustafson refused. 
  2.  ****************** wrote that variation of color to some degree is not unheard of.  Mr. ******** assertion that the tiles are properly varied is nonsense.  Any casual observer can see the defect.  In fact, we received countless comments, not only from the **** but also from residents, many of whom we did not even know, about the discolored tiles.  A picture is worth a thousand words, and the photo we sent reveals the patent imperfections.  If Mr. ******** assertion were true, then the other three sides of the roof would exhibit the same variations but they don't.  The mere fact that the problem only occurred on one side of the roof evidences the error. 
   3.  Eagle Tiles technical representative met with us onsite to assess the roof and give a recommendation.  ****************** failed to note that the representative told us there was a problem, and that he could not explain how it happened.  Eagles  letter to the contrary is self-interested revisionist history.
  
  4. ****************** claims that the problem could be solved with time because the tiles will fade to a final and usually uniform color.  First of all, ****************** and ***** failed to state how long it would take to fade.  Second, he and ***** certainly never agreed to guaranty the tiles would fade to uniformity.  Third, even if the *** were amenable to a delay, we did not pay $40,000 for a roof that might look ok in the future. 
  5.  Gustafson claimed that tint sealing is aesthetically pleasing.  ******** Mr. ******** opinion about the sealing being aesthetically pleasing is meaningless because the *** does not find it aesthetically pleasing.  The *** has a rule against any coloration of the roof.  The *** also has a rule against sealing driveway tiles with coloring as well.   Furthermore, ****************** neglected to say if the tint sealing will last as long as the roof.  He certainly failed to guaranty in writing that Gustafson would re-seal the roof at any time the *** requests it.  Gustafson never gave us an address where the tint sealing was done ***** years ago for us to view. 
  6.  ****************** notes that on 2/6/2023, ***** agreed to try to match the discolored roof tiles with matching ones.  We did not agree that matching would be the solution to the problem.  To the contrary, I stated that since they were unable to match tiles that were allegedly from the same dye lot, I doubted they could match the tiles from other dye lots.  I said I thought they were wasting time, and that the entire side of the roof should be the proper solution.  In the meantime, 11 days have elapsed, and we have not heard a word about locating matching tiles to install.  We will be leaving ********** in 2 months until the *********** ********** are allowed into the community while we are away.
  7.  ****************** neglected to comment on the other problems that Gustafson perpetrated.  Gustafson also broke our new hose reel, and damaged our driveway.  We told Gustafson to cover the driveway after they stained it.  They covered the driveway with metal plates the second time they were here.  ******** Gustafson didnt cover the driveway the third time they were here. They broke pavers where we expanded the driveway last year, and their trucks caused the driveway to dip in. Its been months since Gustafson broke the hose reel, and they have done nothing to replace it.
  
  
  
  

  Customer response

  02/16/2024

   
  Complaint: 21180859
  
  I am rejecting this response because:  See attached
  
  Sincerely,
  
  ***************************

  Business response

  03/01/2024

  On 2/21/2024 we completed the tile swap out of the tiles in areas of discoloration in order to match the side in question.   The Delotts were to be seeking approval from the *** at a meeting on Wed Feb 28th.  I reached out to hear of the results, but i have not heard back yet.

  
  There are a few small spots of tar on the driveway the Delotts have asked us to clean.  We will do this.  I am awaiting word from the Delotts on the *** meeting so we can hopefully close this out.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩